From recruiting and training, to creating engaging workspaces, your team members need to feel like an extension of your brand to be empowered to create high-touch, seamless experiences with each customer connection.

In the customer service world, we have a ton of data we use to navigate our operations. These metrics don’t just help measure the customer journey and build loyalty, they demonstrate the value of the contact center to your organization. This...

In 2017, text messaging was implemented in more than 78% of all contact centers, making it the hot topic channel in the customer service industry. It’s known to effectively drive customer engagement, increase customer satisfaction and positively...

There’s no denying that customer service is changing. We’re on the cusp of a revolution in how customer interactions are handled, performed, and tracked. With new technologies such as Artificial Intelligence (AI) and chatbots, things are...

The subscription box industry has exploded recently, attracting more monthly subscribers each year. Although subscription services aren’t a new concept, their popularity has prompted the introduction of more diverse and niche offerings. Industry...